1. Contact Center Solutions Are Key Tools for CX
Contact centers extend beyond just an IT support call center to include an area with a “density of interactions,” such as a billing team, nursing station in a hospital or sales associates on a retail floor, says Martin.
Communication Platform as a Service (CPaaS) solutions such as Webex Connect elevate call centers with artificial intelligence, voice bots, and improved audio and video clarity, says Anurag Dhingra, senior vice president/general manager as well as chief product and technology officer for Cisco Collaboration at Cisco. Interactions can be automated using natural language programming and natural language understanding.
CPaaS platforms can also remove background noise during support calls such as other voices or ruffling papers, Dhingra says. Webex offers this feature on its meetings platform and in its contact center software.